Senior Operations Manager
AMAZON DEVELOPMENT CENTRE PVT LTD
Total years of experience :17 years, 5 Months
• I manage team of 250-300 employees, and Im responsible forformulating site-level strategies to ensure team (or site) operational performance is aligned and structured to meet the organizations goals.
• I am also in charge of dealing with complex, escalated situations, issues and defining and executing risk mitigation strategies. To attain solutions, I partner with stakeholders to drive strategic initiatives.
• Spearheaded multiple projects from concept through completion while successfully managing core operations KPIs.
• Developed and implemented effective strategies to reduce costs while maintaining quality standards. Led cross-functional projects that improved operational efficiency.
• Designed innovative approaches to optimize workflow, streamline procedures and enhance the customer experience.
• Provide strategic leadership and works with partner teams to develop solutions for new tech advancements and processes.
• Monthly and quarterly business (MBR/QBR) reviews with direct reports and senior leadership
• Facilitate and partner with stakeholder groups for project automation and lead global rollouts that affect the team.
• Determines resource allocation and actively develop managers to ensure they do the same for their reports.
• Works on improvement projects that impact partner teams. I am also responsible for sprint planning and team output optimization and quality.
• Partnered with multiple stakeholders to the launch of two new sites in India and onsite international site. Was a key stakeholder in the planning and execution of the site launches. Managed end to end hiring, onboarding training, system set ups, pre-hiring orientations, new hire orientations along with the virtual set up for the business.
• ConductQuarterly/Half-yearly/Yearly Talent reviewsfor employees at a site level. Participate in promotion review panels and review/write promotion documents.
• Worked with product and tech stakeholder on process improvements, tooling upgrades, issue detection/management and cost saving effort reduction initiatives.
• Owned the CSR - Amazon In The Community (AITC) and engagement pillar for the site. In 2023, governed the execution of all AITC and engagement activities enabling mid-level and frontline leadership to organize 10 events with more than 150 volunteers and 1500+ volunteering hours. This included collaboration with central AITC/NGO Partners for event details & participation, both onsite and offsite
• Responsible for managing the performance and people aspects of a team of 100 associates and 5 Team Managers to ensure team operational performance is aligned to organization goals.
• Gave tactical leadership assistance in validating detailsfor ill-defined requests and executing pilots for new tech advancements and procedures.
• Weekly and monthly performance reviews with direct reports and senior leadership.
• Responsible for SLA and task completion targets. Supported site- and network-level strategies and employee engagement.
• Identified risks, managed difficult circumstances with respect to business delivery, partnered with various teams to fix quality and performance barriers, and executed risk mitigation strategies.
• Led the new hire onboarding for L2, L4 and L5 employees across sites. Helped to scale home site from 85 to 200 associates and owned end to end recruitment and onboarding.
• Played a crucial role in setting up and expansion of the second CXQO India site Hyderabad by facilitating onsite recruitment and onboarding. Played a key role in mentoring and upskilling newly hired Team managers (TM), Group managers (GM) and Ops managers (OM) across CXQO India (IN) sites.
• Owned writing the monthly business reviews (MBR)s, sharing site/network level detailed insights on quality and effort NAET metrics, highlights/lowlights and way forward.
• Responsible to manage a team size of 20 to 25 Associates. Responsible for known SLAs and task completion targets (within provided capacity) for business.
• Devises and implements performance improvement plans for associates and coach employees on demonstrating leadership principles in their role.
• Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
• Supervised and mentored staff in 1:1 session, driving attainment of individual KPIs.
• Led monthly staff meetings for team to communicate updates, process improvements and shifting business priorities.
• Responsible to manage a team of 20 associates and provides regular coaching and feedback to direct reports with regard to quality, performance, behavior and career development.
• Assign appropriate challenging work to employees to develop & prepare them for larger roles.
• Hold team members accountable for performance based on metrics and adherence to rules and guidelines.
• Create and implement performance improvement plans for associates and coach employees on to demonstrate leadership principles in their role.
• Conducted regular staff performance reviews to identify training needs.
• Interacted with customers to quickly handle and resolve escalated queries and complaints. Analyzed customer feedback and identified areas of improvement.
• Managed department schedules to maximize coverage during peak hours/season.
• Worked closely under the guidance of Vice President-Operations, Senior Manager Operations in Accounts Receivables (First Party) portfolio for UKs Largest Utility Supplier
• Managed a team of 25-30 associates. Primary focus was to maintain/drive metric performance excellence and people management.
• Maintain Daily/Weekly/Monthly reports, identify areas of opportunities, create path to green action plans and work towards process improvement. Trained and mentored employees to maximize team performance.
• Attrition/retention management: Ensuring minimal attrition at process level by developing employee engagement and identifying areas of concern and deriving strategic solutions towards retention of seasoned candidates
• Participate in client discussions to understand business requirements and contribute to the goal setting process as per client requirements.
• Expertise in monitoring line level data to ensure compliance towards the process level businessframework.
• Met budget targets through responsible planning and resource allocation.
• Handled customer concerns and escalated major issues to supervisor. Maximized customer engagement and satisfaction by delivering excellent customer service.
• Managed a team of 15-20 associates. Launched & Worked for CRM based process as part Accounts receivables Management for US Client dealing in Debt collections for all leading banks & credit agencies of USA.
• Focused to maintain the interval level SLAs & quality parameters based on client requirement. Met schedule using excellent planning and coordination skills.
• Maintaining Daily and monthly reports & using them effectively to identify areas of improvement and work towards improvement & goal achievement
• Trained and mentored employees to maximize team performance.
• Process Training and testing of CRM Agents on regular basis to measure process knowledge & work on areas of improvement
• Identifying scope of improvement on both associate & team level and working closely with associates, team & senior management towards achievement of goal.
• Managed a team of 15-20 associates to on increase per FTE revenue by improving associates collection skills & concentrating on the areas of improvement.
• CRM Project: Main focus on maintaining the login hour target & quality parameters based on client requirement.
• Maintaining Daily and monthly reports & using them effectively to identify areas of improvement and work towards improvement & goal achievement
• Maintaining daily login hours, wrap percentage, conversion rations rate & contact rate per FTE.
• Training, counselling & providing feedback to team members about various performance & behavior related issues.
• Process Training and testing of collection associates/CRM Agents on regular basis to measure process knowledge & work on areas of improvement.
• Identifying scope of improvement on both associate & team level and working closely with associates, team & senior management towards achievement of goal.